DeescalatedupsetcustomerFCRExhibited the"Welcoming"element ofMIPRecap whatassistance hasbeen providedat the end ofthe callRepeatedthecustomer'sreason forcallingMade apaymentAuthenticationSuccessfullyCompleted/AcknowledgedFree!Completed atask withouthaving to callanotherdepartmentProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIPExpressedEmpathyAsked thecustomer aconnectionquestionIssued areplacementcredit cardRepresentativeasks customera connectionquestionDeescalatedupsetcustomerFCRExhibited the"Welcoming"element ofMIPRecap whatassistance hasbeen providedat the end ofthe callRepeatedthecustomer'sreason forcallingMade apaymentAuthenticationSuccessfullyCompleted/AcknowledgedFree!Completed atask withouthaving to callanotherdepartmentProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIPExpressedEmpathyAsked thecustomer aconnectionquestionIssued areplacementcredit cardRepresentativeasks customera connectionquestion

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Deescalated upset customer
  2. FCR
  3. Exhibited the "Welcoming" element of MIP
  4. Recap what assistance has been provided at the end of the call
  5. Repeated the customer's reason for calling
  6. Made a payment
  7. Authentication Successfully Completed/ Acknowledged
  8. Free!
  9. Completed a task without having to call another department
  10. Provided self-service options (OLB/Mobile App/ATM)
  11. "Can Do" statement used
  12. Used Step-Up to Perform a High-risk Request
  13. Exhibited the "Thankful" element of MIP
  14. Expressed Empathy
  15. Asked the customer a connection question
  16. Issued a replacement credit card
  17. Representative asks customer a connection question